Senior Strategic Customer Success Manager, Miro
+ Equity
2-5 days a week in office
Visual workspace for innovation.
Be an early applicant
Visual workspace for innovation.
1001+ employees
Be an early applicant
+ Equity
2-5 days a week in office
1001+ employees
Company mission
To empower teams to create the next big thing.
Role
Who you are
- 5+ years in a Customer Success or Account Management role, with at least 2 years of experience handling large, sophisticated customer accounts
- Strong written and verbal communication skills
- Quick, highly adaptable learner and can thrive in a constantly evolving hyper-growth environment
- Proactive mentality and excellent time management skills
- Project management, Miro and Gainsight experience is a plus, but not required
- Willing and able to travel as needed
- Experience with Agile frameworks and SaaS strongly preferred
What the job involves
- The Customer Success team is a global group and this role sits on our AMER team on the Strategic Customer Success Team, a remote team
- A Strategic Customer Success Manager’s primary responsibility is to ensure our customers realize the value from the investment they have made in Miro
- In order to accomplish this, you will work to ensure that our platform and its underlying capabilities are tied to critical business workflows with each customer in your portfolio
- You will nurture key stakeholder relationships, and be passionate about getting multi-threaded within accounts
- You will build and maintain joint success plans, schedule and run quarterly executive business reviews, and you will act as the voice of the customer within Miro
- Be responsible for a portfolio of up to 10 Enterprise customers
- Engage with internal and external stakeholders to improve customer retention metrics (Activation, MAU, Engagement)
- Partner with our sales and renewals teams to help maintain and grow our partnerships
- Engage in workflow consulting engagements to help customers enhance existing business processes
- Build out value assessments to document workflows and business processes that deliver ROI for our customers
- Develop strong relationships with key customer stakeholders including power users, Miro Admins and executives
- Utilize industry leading tools like Gainsight, Outreach, Looker to prioritize and manage your portfolio
- Drive and support internal initiatives that will inform the future of the Customer Success program at Miro
Our take
Millions of employees worldwide have moved to remote working, but existing tools are holding back the potential for collaboration. Tools such as Zoom and Microsoft Teams already provide remote communication platforms to millions of users, but they generally compromise on features required to emulate the team collaboration experience.
Miro has created a platform that provides enterprise tools such as collaborative whiteboards and mind-map software into an accessible and integrated service. As opposed to providing an 'all-in-one' add on, Miro allows businesses to customize and integrate the tools and resources within their individual platform to cater to the team's specific requirements.
Miro’s initial strategy of offering free and discounted subscriptions and then moving to paid models has paid off. The platform currently has over 35 million users and is trusted by enterprises such as VMware, Zendesk and Frog. As part of its ongoing battle with Zoom, Miro acquired video-chat startup Around in 2022, to remain competitive in the market.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Jan 2022
$400m
SERIES C
Apr 2020
$50m
SERIES B
Total funding: $476.8m
Company benefits
- Excellent Medical, Dental + Vision health benefits
- 401k matching + Stock options
- Free lunches + Office snacks
- Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members
- Distributed team across offices globally
Company values
- Play as a team to win the world - We work, learn, and celebrate in collaboration rather than alone.
- Focus on impact and make it happen - We dream big, prioritize outcomes that matter most, and own our commitments.
- Learn, grow and Drive change - We reflect openly on our successes and failures and apply learnings for our work, team, and self-development.
- Practice empathy to gain insight - We look from the perspectives of customers, users, and each other, to deepen understanding.
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Andrey Khusid
(CEO)Prior to Miro, they founded Vitamin Group specialising in digital technologies and multimedia projects.
Oleg Shardin
(Board Member)They have a Master's degree in Strategic Management. They founded the Vitamin Group in 2005 prior to founding Miro. Initially served as COO for Miro.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity & Inclusion at Miro
Isabelle Kappetein (Diversity and Inclusion Specialist )
- We are very proud of our 12 Employee Resource Groups. These Mironeer-led spaces help foster a diverse, inclusive workplace, that’s aligned with our values and our collaborative mindsets. With over 100 nationalities represented working from 12 hubs in 8 different countries, our global community flows beyond borders.
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